OfficeJet Pro 9020 Scanner error

[Tony-94]

Hi,

Bought the printer brand new and had a scanning error the first time I tried to use it.

Error :  Turn the printer off, And then turn it on again.

If the problem persists, the scanner has become damaged and cannot copy or scan.

For more information. Contact HP support.

When I turn the printer off and on, I get the error message listed above.

If I try to scan or copy, I get the error message listed above.

The scanner bulb does not light up when I try to scan

The scanner bar does not move when I try to scan, reset the printer or open the lid.

After a bit of searching I found a couple post with similar errors and tried the trouble shooting steps listed there.

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle.

After I have let the printer warm up and idle there is no difference, I still get the same error message.

Any advice or help would be much appreciated, thank you.

[Jay_G24 · Accepted solution]

Hi @Tony-94,

As this is a hardware issue, I'd suggest you contact HP in your region regarding the service options for your computer.

Follow the instructions below to reach them:

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web-form and proceed further.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

Have a great day! 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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